Thanks for arriving here! Although I'm new to Udemy, in my career I've delivered over 2000 LIVE seminars in over 25 countries. I've taught in university at post-grad level and I've run successful businesses too. Please check out my real-world experience when you scroll down to my profile.

Brilliant Customer Service is truly an expression of talent. Fully-engaged front-line people increase sales, increase customer retention and reduce complaints. What's not to like? Oh - and they enjoy coming to work too!

In this course I explore how you truly relate to your customers by asking you what do you do, how do you do it and why do you do it that way? With these answers, it's for you to determine whether or not yours is a truly professional organisation.

Of course, 'if it ain't broke, don't fix it' may well apply - and yours may be a perfect setup. However, for many of us, that belief might well be a refusal to face reality. When we do notice that the world is passing us by, we realise we must improve the quality of our customer service simply in order to survive. Then that the value of exploring some exciting alternative strategies and tactics becomes apparent.

You can immediately differentiate yourselves from your competition by resetting your customer relationships. Work on all your transactional behaviour, raising your standards to meet the new demands of the future. Focus on the quality of service that your customers receive, as this is one area where you can retain control of the process.

Brilliant Customer Service will bring you a huge competitive advantage, so we must get it right - this time and every time!

• Set goals to exceed your customers' expectations - and make that your new customer-focused behaviour becomes a reflection of your high standards

• See how the 'Total Product Concept' (TPC) will help to strategise your goal setting - see what your customers are really looking for

• See how one company empowers all its front-line people to take ANY necessary decisions immediately! Could you implement this as a customer service strategy?

• Look at what's really happening in your market sector - become familiar with 'Benchmarking' and 'Position Mapping' so that you can accurately compare your performance against the competition

• Does your Face-to-Face, Telephone and Email practice encourage or discourage your customers? We can and must do better. Improve your 'meet and greet', your listening skills and your understanding of Tone and Body Language

• 'It's in the Email Detail': improve your customers' perception of you by introducing email protocols that enhance your credibility and present a consistent corporate image

• Dealing with angry behaviours is often a serious challenge. Learn how to handle these behaviours professionally using simple psychological techniques that anyone can learn

• Do you receive many Customer complaints? Introduce a six-step complaints resolution technique to your organisation - yes SIX steps - and then roll it out as your policy to everyone!

• They say that feedback is the 'Breakfast of Champions'. Use it - ask for feedback and respond positively to it

• Develop your own CRM (customer relationship management) system. Make it possible for your front-line personnel to monitor each of their customer relationships. We recommend some 'off-the-shelf' systems - and some of them are free!

• A variety of Quiz questions keeps you on track and reinforces the main concepts of the course.

Each of our carefully designed assignments will assist you in defining and then developing your own customer service objectives